Guest Experience & Services Manager

Highgate; New York (NY); On-site; USD 55,000 - 75,000; Full time

Job summary

Highgate Hotels L.P. is seeking a Guest Services Manager for The New Yorker Hotel in New York City. The role ensures the operation of Guest Services, Concierge and Uniformed Services in a friendly, efficient manner to maximize guest satisfaction and hotel occupancy.

You will oversee staff, handle guest requests, supervise scheduling and payroll, and coordinate with Accounting and Housekeeping to maintain Highgate standards and service quality.

Qualifications

• Must have strong guest service orientation and be able to communicate effectively with guests and staff.
• Experience in hotel front office operations and staff supervision.
• Demonstrated ability to manage schedules, payroll, and departmental reporting.

Responsibilities

• Respond to guest requests, problems, and complaints promptly and courteously.
• Coach and supervise Guest Services staff according to SOPs.
• Manage front desk operations, including reservations, check-ins, and check-outs.
• Conduct Guest Services interviews and assist with hiring procedures.
• Develop staff morale and ensure training of Guest Services personnel.
• Maximize room revenue and occupancy through daily status reviews and rate variance analysis.
• Participate in MOD coverage and department meetings.
• Prepare schedules and monitor payroll and productivity.
• Ensure proper cash handling and compliance with credit policies.
• Maintain lost and found procedures and ensure communication with other departments.
• Operate Front Office systems, including reporting and simple programming tasks.

Skills

Windows proficiency

Effective communication

Multitasking

Tools

OPERA CLOUD

Job description

Highgate Hotels L.P. is seeking a Guest Services Manager for The New Yorker Hotel in New York City. The role ensures the operation of Guest Services, Concierge and Uniformed Services in a friendly, efficient manner to maximize guest satisfaction and hotel occupancy.

You will oversee staff, handle guest requests, supervise scheduling and payroll, and coordinate with Accounting and Housekeeping to maintain Highgate standards and service quality.